April Miller
Florissant,MO
Summary
A results-driven, dedicated professional with solid experience in the Customer Service, Sales, and Account Collections. Experienced Office Management and Administration Professional optimizing productivity, efficiency and service quality across various environments. Highly dependable, ethical and reliable support specialist and leader that blends advanced organizational, technical and business acumen. Works effectively with cross-functional teams in ensuring operational and service excellence.
Overview
19
19
years of professional experience
Work History
Office Manager
Raw Dawgs Plumbing
08.2020 - Current
- Streamlined office operations by implementing efficient filing systems and organizational strategies.
- Enhanced team productivity by delegating tasks effectively and overseeing daily workflow.
- Reduced costs with meticulous budget monitoring and expense tracking for essential supplies and equipment.
- Facilitated smooth communication between departments, addressing concerns promptly to maintain harmonious work relationships.
- Coordinated office events and meetings, ensuring timely execution and optimal scheduling for all participants.
- Improved employee retention rates by fostering a positive work environment and providing growth opportunities through training programs.
- Assisted in the recruitment process, conducting interviews and onboarding new employees to promote a seamless integration into the team dynamic.
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Conducted regular inventory assessments of office supplies, ordering necessary items proactively to prevent stock shortages.
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Maintained computer and physical filing systems.
- Coached new hires on company processes while managing employees to achieve maximum production.
Service and Delivery
Century Link
02.2014 - 07.2020
- Enhanced customer satisfaction by developing and implementing effective service delivery strategies.
- Streamlined operations for improved efficiency by optimizing processes and workflows in the customer success department.
- Reduced response times to customer inquiries with the implementation of a centralized communication system.
- Established strong relationships with key clients, fostering long-term partnerships and ensuring continued business growth.
- Conducted regular performance reviews for team members, identifying areas for improvement and offering constructive feedback.
- Implemented data-driven decision-making processes to analyze customer feedback and improve service quality.
- Led a team focused on resolving complex customer issues, resulting in improved satisfaction ratings across all channels.
- Managed high-priority accounts, ensuring smooth service delivery and maintaining strong client relationships.
- Oversaw the successful execution of multiple large-scale projects simultaneously, meeting all deadlines and exceeding client expectations.
- Initiated improvements in internal communication structures, leading to enhanced collaboration between departments involved in service delivery processes.
- Championed change management efforts during organizational restructuring periods, ensuring minimal disruption to customer service operations.
- Drove continuous improvement initiatives within the customer success function, consistently aiming for excellence in service delivery and client satisfaction.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
Loss Mitigation Collection Specialist
Ally Financial
08.2012 - 09.2013
- Maintained records of automobile payments and outstanding amounts for clients
- Evaluated borrower financial status and prepared alternative as required
- Coordinated with customers and informed on loan payments and process
- Prepared records on various accounts and updated all activities
- Monitored all loss mitigation process and prepared follow ups
- Analyzed processes and identified issues.
Customer Account Executive
Comcast Communication
10.2010 - 06.2012
- Conferred with customers about products or services, took or entered orders, canceled accounts or obtained details of complaints
- Kept records of interactions and transactions, recording details of inquiries or complaints as well as action taken
- Reviewed billing to inform customers services are charged accurately, received payments or arranged for billing
- Troubleshot products and services such as cable box, internet, or telephone
- Resolved complaint calls and determined if there should be further investigation
- Upsold services or equipment.
Customer Service Specialist
AT&T
01.2010 - 09.2010
- Responded to telecommunication customer inquiries regarding products, services, and complaints
- Used problem-solving techniques to decrease customer retention
- Provided excellent oral and written communication
- Checked to ensure that appropriate changes were made to resolve customers' problems
- Determined charges for services requested, collected deposits or payments, or arranged for billing
- Referred unresolved customer grievances to designated departments for further investigation.
Credit Card Collections Specialist
Regional Adjustment Bureau
10.2007 - 12.2009
- Advised customers of necessary actions and strategies for debt repayment
- Received payments and monitored overdue accounts, using computers and a variety of automated systems
- Sorted and filed correspondence and performed miscellaneous clerical duties such as answering correspondence and writing reports.
Sales and Retention Escalation Specialist
Charter Communications
07.2005 - 09.2007
- Effectively received complaint calls from irate customers and resolved issues
- Accurately and effectively handled customer requests including product and service troubleshooting, changes to customer records, credits, payments, and billing inquiries
- Processed payments and orders for service, reschedules, save and disconnect requests
- Identified and leveraged opportunities to upsell and cross-sell additional Charter products and services during customer interaction.
Education
01.1999
Skills
- Office Management
- Data Entry
- Operations Management
- Employee Supervision
- Organizational Skills
- Technical Support
- Scheduling and Calendar Management
- Clear Oral/Written Communication
- Inventory Management
- Conflict Resolution
- Record Keeping
- Credit and Collections
Timeline
Office Manager - Raw Dawgs Plumbing
08.2020 - Current
Service and Delivery - Century Link
02.2014 - 07.2020
Loss Mitigation Collection Specialist - Ally Financial
08.2012 - 09.2013
Customer Account Executive - Comcast Communication
10.2010 - 06.2012
Customer Service Specialist - AT&T
01.2010 - 09.2010
Credit Card Collections Specialist - Regional Adjustment Bureau
10.2007 - 12.2009
Sales and Retention Escalation Specialist - Charter Communications
07.2005 - 09.2007
North Little Rock High School - ,